SUMMARY:

I have been working in IT since 2000 and always looking for new and exciting technology to learn. I am always thinking how I can best apply my technical and innovative problem solving skills. I have been able to do this previously resulting in a 500% reduction in time for generating Server Build requests. I am actively pursuing several certifications.

SKILLS:

Hardware: Dell, Confidential, Intel, 3Com, F5, Websense, Bluecoat, Cisco, Netgear, Sonicwall, Supermicro, Adaptec, Hitachi, Lexar, SanDisk, Toshiba, Compaq, Sony, NEC, Logitech, Microsoft, D - Link, USRobotics, Motorola, Belkin, APC, Linksys, Brother, Canon, Epson, Konica Minolta, Kyocera, Lexmark, Ricoh, Xerox, Kodak, Fujitsu, Panasonic, Umax, Apple Mac, Apple MacBook, Apple iPhone, Apple iPad, Blackberry, Avaya, Nortel, Samsung, Crestron, Cisco, HID, Raspberry Pi, Sennheiser, Solstice Pod, RF IDeas, HID, Xbox, Lenovo, Cisco Meraki, Roku, BrightSign, Extron

Operating Systems: Windows Server 2003, Windows Server 2008, Windows Server 2008 R2, Windows Server 2012, Windows Server 2012 R2, Windows Server Core 2012 R2, Windows XP, Windows 7, Windows 8, Windows 10, Redhat Linux, Mandriva Linux, Unix, Solaris, Mac OS, Mac OS X, iOS, Android, Cisco IOS

Software: Microsoft Office 2007, Microsoft Office 2010, Microsoft Office 2013, Microsoft Office 2016, Microsoft Office 365, Microsoft Excel 2007, Microsoft Excel 2010, Microsoft Excel 2013, Microsoft Outlook 2007, Microsoft Outlook 2010, Microsoft Outlook 2013, Microsoft Publisher, Adobe Acrobat, Adobe Photoshop, Adobe Flash, Adobe Reader, Firefox, Google Chrome, Microsoft Internet Explorer, Skype, Lync, Skype for Business, Microsoft Visual Studio 2005, Microsoft Visual Studio 2008, Microsoft Visual Studio 2010, Microsoft Visual Studio 2013, Microsoft Visual Studio 2015, Putty, WinSCP, Apple iTunes, Apple QuickTime, Microsoft Silverlight, WinZip, WinRar, SSH, Microsoft SharePoint 2013, Microsoft SharePoint Designer, Active Directory, VMware vSphere, Microsoft HyperV, Microsoft SQL Server 2005, Microsoft SQL Server 2008, Microsoft SQL Server 2012, Microsoft ISA Server, Microsoft Exchange 2003, Microsoft Exchange 2007, Microsoft Exchange 2010, Microsoft Exchange 2013, Microsoft Exchange ActiveSync, Blackberry Enterprise Server, BMC Remedy, BMC Remedy Mid-Tier, BMC TrackIT, Intuit Quickbooks, Worldox, Microsoft IIS 6.0, Microsoft IIS 7.0, Microsoft IIS 8.0, Microsoft IIS 8.5, ESET NOD32, GFI VIPRE, Kaspersky Anti-Virus, Kaspersky Internet Security, Winroute Firewall, Microsoft Windows Defender, McAffe Anti-Virus, Sophos Anti-Virus, Symantec Norton AntiVirus, Symantec Norton Internet Security, Trend Micro Antivirus, Trend Micro Internet Security, Bomgar Remote Desktop, Screenconnect Remote Desktop, WebEx, Odigo Virtual PBX, Pivotal eRelationship CRM, WinFax, Slack, Atlassian Jira, Atlassian Confluence, Confidential Kace, GlobalConnect VPN, Symantec PGP Desktop Encyption, Amazon Web Services, Microsoft Azure, Access It Universal.NET, Cisco UCM (Unified Call Manager), Teem, Solstice, Symantec Enterprise, Okta, SafeCom Secure Print Management, AirWatch, Cisco Meraki, MySql, ServiceNow

Networking: TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN, RAS, Dialup

Development: SharePoint, Visual Basic for Applications, Visual Basic, VB Script, Visual Basic .Net, PowerShell, HTML, Active Server Pages (ASP), Applescript

Soft Skills and Other: Excellent communication skills, ability to listen, customer service, desire to learn, diversity awareness, prior security clearance

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Analyst

Responsibilities:

• Handle daily incidents according to proper guidelines and prioritization.
• Converted inventory and asset management tool from PHP to ASP.Net using mySql
• Responsible for supporting office events
• Responsible for supporting all audio/video technology and events.

Environment: Lenovo, Microsoft Office 2016, Microsoft Windows 7 / 10, Active Directory, Office 365, Remote Desktop, PowerShell, ASP.NET, IIS, MySql, ServiceNow TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

Responsibilities:

• Supported various end user issues
• Responsible for building & troubleshooting virtual servers.
• Telephony support using Cisco UCM and IP Phone deployments in a large healthcare environment.

Environment: Dell, Lenovo, Mac, Mac OS X, iPhone, Android, Microsoft Office 2016, Microsoft Windows 7, Active Directory, Microsoft Exchange, Microsoft SharePoint 2013, Microsoft Windows Server 2008 R2, Microsoft Windows Server 2012 R2, Remote Desktop, PowerShell, Microsoft Systems Center, Cisco IP Phones, Cisco UCM (Unified Call Manager), TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

System Engineer

Responsibilities:

• Install & troubleshoot Windows systems 2008 to 2012
• Support VMware infrastructure containing over 60 hosts and 1350 Virtual machines
• Provision new virtual machines using Windows 2008 and 2012
• Deploy Microsoft SQL Server 2008, 2012, and 2014 for use in multiple environments
• Worked with PowerShell scripts to achieve automated deployment of SQL Clustering
• Troubleshooting of virtual machine deployments to find root cause and fix

Environment: Lenovo, Microsoft Office 2016, Microsoft Windows 7, Active Directory, Microsoft Exchange, Microsoft SharePoint 2013, Microsoft Windows Server 2008 R2, Microsoft Windows Server 2012 R2, Remote Desktop, PowerShell, Microsoft Systems Center, Microsoft Virtual Machine Manager, VMWare vCenter, / VMWare vSphere, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

Knowledge Manager / Team Lead

Responsibilities:

• Monitored phone queues to ensure SLA’s were being covered
• Coached and acted as escalation point for level 1 and level 2 agents
• Gathered information for, prepared, and published knowledge base articles
• Created tools for reporting and task simplification of processes for agents and leads
• Acted as a service desk representative on daily operational conference calls and ensured escalated items were acted on

Environment: Dell, iPhone, Android, Windows Phone, Microsoft Office 2007, Microsoft Office 2010, Microsoft Office 2013, Microsoft Windows 7, Active Directory, Microsoft Exchange, Microsoft SharePoint 2013, Microsoft Visual Studio 2015, Microsoft Windows Server 2012 R2, Remote Desktop, Odigo Virtual PBX, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

IT Support Representative

Responsibilities:

• Worked with support leadership to establish reporting for agent metrics and phone queue monitoring and redesigned in-house software defect reporting tool
• Assisted customers in resolving problems related to file permissions, active directory permissions, and SQL Server issues

Environment: Microsoft Office 2013, Microsoft Windows 7, Active Directory, Microsoft Exchange, Microsoft SharePoint 2013, Microsoft Visual Studio 2013, Microsoft Windows Server 2008, Microsoft Windows Server 2012 R2, Microsoft SQL Server 2008, WebEx, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

Security Officer

Responsibilities:

• Managed internet connectivity for clients and worked with vendors on any issues.
• Managed the IT Infrastructure on a daily basis for one of the biggest clients.
• Developed customized applications for clients.
• Supported Confidential Desktops, Laptops, Servers, and Super Micro Servers.
• Supported Microsoft Windows XP, 7, and 8 Operating Systems.
• Supported Microsoft Office, Exchange, Active Directory, and other software solutions.
• Primary environment consisted of four locations with 80-100 users.
• Supported secondary clients on proprietary and Linux Operating Systems.

Environment: Dell, Blackberry, iPhone, Android, Windows Phone, Microsoft Office 2007, Microsoft Office 2010, Microsoft Windows XP, Microsoft Windows 7, Microsoft Windows 8, Active Directory, Microsoft Exchange 2007, Microsoft Exchange 2010, Microsoft SharePoint 2013, Microsoft Visual Studio 2013, Microsoft Windows Server 2008, Microsoft Windows Server 2012 R2, Microsoft SQL Server 2008, ScreenConnect, Linux/Unix, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN, Apple Mac, Mac OS

Confidential

Network / System Administrator

Responsibilities:

• Managed web access for the enterprise using ISA/BlueCoat/Websense technologies.
• Implemented infrastructure projects on F5 BIG IP Load Balancers.
• Managed web problem reports at the enterprise level.
• Developed tools to increase team productivity and proactively monitor servers for key events.
• Responsible for initiating and progressing server builds as part of a team.
• Created VMWare virtual servers in VMWare ESX environment.
• Responsible for ensuring standards of quality are met on server builds.
• Developed tools to increase team productivity and efficiently manage workloads.
• Supported Confidential Desktops, Laptops, and Servers.
• Supported Microsoft Windows XP, 7, and Linux Operating Systems.
• Supported Microsoft Office, Exchange, Active Directory, and other software solutions.
• Environment consisted of 100+ locations with over 5,000 users.
• Provided support to both large and small military installations and recruiting centers.
• Upgraded sites from legacy network and equipment to new Confidential equipment and the NMCI Network.
• Provided support to 6,000 seats / users using Confidential hardware.
• Provided support on both unclassified and classified networks.
• Developed VBA solution for tracking work orders and automatic scheduling of appointments
• Provided quality phone support to customers and developed enterprise productivity tools.

Environment: Microsoft Office 2007, Microsoft Windows 2000, Microsoft Windows XP, Active Directory, Microsoft Exchange 2003, Microsoft Exchange 2007, Microsoft Visual Studio, Microsoft Windows Server 2003, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

Desktop Technician

Responsibilities:

• Assisted in hosted Exchange/BES to local Exchange/BES migration.
• Developed Exchange Migration script for auto-configuration of workstations using VBScript.
• Setup and maintained network monitoring solution.
• Developed procedures to streamline problem tracking within Information Services.
• Developed custom VB CTI application for Nortel BCM PBX and Pivotal eRelationship CRM.
• Worked with management to simplify how customers received customer support.
• Continually created and updated documentation to simplify technology use for employees.
• Worked with vendors to update server room with proper environmental requirements.
• Supported Linux environments.

Environment: Microsoft Office, Microsoft Windows XP, Active Directory, Microsoft Exchange 2003, Microsoft Exchange 2007, Microsoft Visual Studio, Microsoft Windows Server 2003, Blackberry Enterprise Server, Linux, Nortel, Pivotal eRelationship, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

Help Desk Analyst / Developer

Responsibilities:

• Provided support to internal helpdesk acting as advanced escalation point.
• Developed internal Knowledge Center using server/client based communication using VB
• The Knowledge Center in addition to documentation integrated Active Directory Tools and other helpdesk utilities.

Environment: Microsoft Office, Microsoft Windows XP, Active Directory, Microsoft Visual Studio, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

Helpdesk Technician

Responsibilities:

• Developed corporate website.
• Provided quality phone support and managed DSL connectivity for clients.
• Supported ISP user base of 300+ simultaneous network users and 65+ locations.

Environment: Microsoft Office, Microsoft Windows XP, Active Directory, Microsoft Exchange, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN.

Confidential

IT Administrator / Developer

Responsibilities:

• Provide quality support to employees on custom built workstations.
• Provide support with software solutions including: MS Office, Exchange, and WinFax.
• Developed VB applications to streamline IT operations and workstation efficiency.

Environment: Microsoft Office, Microsoft Windows 2000, Active Directory, Microsoft Exchange, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN. WinFax

Confidential

Systems Administrator

Responsibilities:

• Maintained data center systems, including domain servers, DNS servers, and others.
• Implemented a new Windows 2000 network using active directory and lead the migration from terminals to Windows 2000 Professional Confidential PC's.
• Built foundation for corporate intranet using SQL Server 2000 on IIS 5.
• Managed and monitored T1 connection and lead initiative to switch to a more stable and cost effective T1 provider.
• Managed various networking equipment including Confidential ProView and 3Com switches.
• Provided 24/7 on call support.
• Managed network infrastructure diagram using Visio.
• Provided secondary support with Linux systems.

Environment: Microsoft Office, Microsoft Windows 2000, Active Directory, Microsoft Exchange, TCP/IP, DNS, SMTP, POP3, IMAP, HTTP, HTTPS, VPN. WinFax, Confidential ProView, 3Com Switches, SQL Server 2000, IIS 5, Dial-up RAS.